Axis Direct — cash not dispensed in atm but i was billed for the entire amount of rs. 20, 000/-

O5.11.2018 i inserted my atm in machine of bank of baroda at andheri (East). But as i did not get amount then i applied in atm of same bank at other atm for a sum of rs. 10, 000/-. There also i was not given any amount. Then i raised a complaint through my mobile phone and narrated the story. I was intimated that there were 2 transactions withdrawal of total rs. 30, 000/-. I was provided complaint no. [protected]. Soon after complaint the amount of rs. 10, 000/- was reversed into my account.
I even did not receive any message of withdrawal.
So far i was not communicated about progress in the matter.
Today i. E. On 12.11.2018 on making enquiry about my status of complaint i was told that the amount was shown as paid.
I was asked to check through cctv footage to the concerned bank.
I have raised my grievance. It is the duty of bank to verify and communicate me.